BML introduces new digital banking assistant

The Bank of Maldives (BML) has today introduced its Artificial Intelligence (AI) powered digital banking assistant, “Aaya,” as part of its commitment to enhance customer experience.

“Aaya” is an intelligent chatbot available 24 hours through the Bank’s website, Facebook Messenger, Viber, and Whatsapp. With its ability to respond in both Dhivehi and English, Aaya will be able to provide answers to customer queries in real-time and transfer to a customer service agent whenever required.

BML’s CEO and Managing Director Karl Stumke said the platform powering ‘Aaya’ uses generative AI and the latest in Natural Language Processing (NLP) to allow for smart conversations across multiple channels. This meant means faster response and resolution times, ultimately leading to increased customer satisfaction, he said.

As the leading financial institution in the Maldives, BML has continued to invest heavily in enhancing customer experience, differentiating itself by providing digital, self-service functions that allow customers to manage day-to-day banking online.

Today, customers have a wide array of digital offerings from the Bank, from instant bank account opening to online loans and financing, self-service management of debit and credit cards, international money transfer, and TT services. As a result of the improved services at the Bank’s Contact Centre, it now provides interactive call menus with options to receive information via SMS in English or Dhivehi, request for call back while in queue, and priority calling for urgent services.

“With digitalization as a priority for the Bank, we are committed to delivering fast, relevant, and easy digital experiences to customers. We are already seeing the results of our investment with service levels improving almost 40% in 2022 compared to the previous year and average waiting time for our services reducing by more than half,” Karl said.